Service Desk Technician; Tier 1

Summary

Provides support via phone, e‑mail, and chat for various PC hardware and software applications.

• Provides support via phone, e‑mail and chat to employees of corporate clients.
• Assists users in troubleshooting Outlook.
• Provides support for Microsoft Operating Systems (Windows 7, Windows 10).
• Provides support for Microsoft Office Products (Word, Excel, PowerPoint, Office
  365).
• Provides support for mobile devices including configuration and email sync.
• Handles 50–60 issues per day efficiently and appropriately.
• Maintains regular and punctual attendance.
• Utilizes Active Directory database to reset network passwords.
• Assists users in adding and changing network printers.
• Provides technical support for VPN connectivity issues.
• Controls user’s computers utilizing remote access tools.
• Troubleshoots remote access connectivity problems.
• Demonstrates an understanding and commitment to Logicalis’s mission, behavior consistent with values.
• Maintains knowledge of applicable laws and regulations and Logicalis’ policies.
• Supports and conducts self in a manner consistent with client service expectations.

• Equivalent combination of education and experience;
  Trade School Certificate or Associate Degree in related field accepted.
• 1 year experience in a call center or service desk environment.
• Knowledge of PC hardware and software applications:
• Operating Systems:
  Windows 7, Windows 10
• Office
  365 support
• User creations/terminations (tasks/requests)
• End‑user self‑service tools
• Cloud support – multiple device data syncing
• Service Now or other ticketing systems
• Word, Excel, PowerPoint, Office
  365, Outlook, Lotus Notes, etc.
• Internet Service Provider (ISP), Cable Modem, and Internet Support.
• Effective troubleshooting and documentation skills.
• Experience navigating a knowledge base.
• Proficient use of Microsoft Office applications.
• No specific certifications required.

• Strong technical and client interaction skills.
• Self‑starter with excellent organizational, administrative and interpersonal skills.
• Ability to follow through with tasks, projects, and troubleshooting with minimal supervision.
• Excellent oral, written, technical, and business communication skills.
• Ability to multi‑task and work in a fast‑paced environment.

Required:

personal smart phone with two‑factor authentication capabilities for work‑related tasks.

Employee is constantly required to sit, talk, see, hear, and use hands and arms. Frequently stand, move about, climb steps or balance, stoop, kneel, crouch, or crawl. May occasionally lift and/or move up to 10 pounds.

Hourly Compensation Range: $16/hr to $18/hr.

Logicalis is an Equal Opportunity Employer. It employs people qualified by education, training, experience, and demonstrated performance. We value diversity and inclusion and do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.